Developer dashboard
Incident Statistics
TikTok Shop Incident Statistics are generated by integrating with TikTok's internal Quality Engine product through Quality Engine APIs.
👉 Note: Quality Engine is an internal order reconciliation system that compares orders and fulfillment statuses for TikTok Shop orders between TikTok Shop Seller Center and the external platform where the orders are synched and fulfilled by the seller. Quality Engine's order and fulfillment data reconciliation system proactively alerts sellers to orders that are already cancelled by the system for failing to meet shipping_due_time SLA due to issues in order synching or fulfillment from the external platform, or are at the risk of being cancelled by the system for failing to meet shipping_due_time SLA.
In order to use Quality Engine Incident Statistics in Partner Center Developer Dashboard, and for maintaining the required Partner close rate for Incidents, it is recommended for all developers to integrate their TikTok Shop Developer Apps with Quality Engine APIs available here: API Documentation - Quality Engine Order Data Exchange API
There are two different types of Incidents for TikTok Shop Orders that developers and partners are alerted to, and must address and close using the Incident Feedback and Close Process in document below.
A- LOC Incident Statistics
A-LOC stands for "App Caused-Late Dispatch Rate TikTok Shipping Cancel Order Count":
TikTok Shop Orders that are cancelled by the system for missing order shipping_due_time SLA, and are cancelled by the reason system_cancel_order_reason_shipping_timeout are counted in the system as A-LOC. It is important to prevent A-LOC orders as much as possible to avoid loss of order revenue for both sellers and TikTok Shop. TikTok Shop Partners are recommended to keep A-LOC rate < 0.01%.
A-LOC rate for a specific period is defined as:
| Rule ID | TTS Order Status | TTS Order cancel_reason | TTS Tracking number | External System Order Status | External System Fulfillment Tracking Number | SLA |
|---|---|---|---|---|---|---|
| A1 | Cancelled | system_cancel_order_reason_shipping_timeout | NULL | Order not present or sent to external platform from TikTok Shop | N/A | |
| A2 | Cancelled | system_cancel_order_reason_shipping_timeout | NULL | There is an order (any status)//Order created in DTC platform | = Null | |
| A3 | Cancelled | system_cancel_order_reason_shipping_timeout | NULL | There is an order (any status)//Order created in DTC platform | != Null | |
| A4 | Cancelled | system_cancel_order_reason_shipping_timeout | != NULL | There is an order (any status)//Order created in DTC platform | != Null |
Risk Order Incident Statistics
A-LOC stands for "App Caused-Late Dispatch Rate TikTok Shipping Cancel Order Count":
| Rule ID//Rule ID | TTS Order Status | TTS Tracking number | DTC Order Status | DTC Tracking Number | SLA | TTS Order cancellation_initiator | TTS Order cancel_reason | Not Existing Reason |
|---|---|---|---|---|---|---|---|---|
| R0 | On_hold | = Null | There is an order (any status)//Order created in DTC platform | != Null | --- | --- | --- | There is no 'not existing reason' or 'not existing reason' is in (FC-101,FC-102,FC-103,FC-104,FC-105) |
| R1 | Awaiting_shipment | --- | No orders//No related orders | --- | --- | --- | There is no 'not existing reason' or 'not existing reason' is in (FC-101,FC-102,FC-103,FC-104,FC-105) | |
| R3 | ||||||||
| (Short Time Built-in for Reasonable) | Awaiting_shipment | = Null | There is an order (any status)//Order created in DTC platform | = Null | system date >tts_sla - 1 Day | |||
| And tts_sla !=0 | --- | |||||||
| R5 | Awaiting_shipment | = Null | There is an order (any status)//Order created in DTC platform | != Null | --- | --- | ||
| R2 | Partially_shipping | --- | No orders//No related orders | --- | --- | --- | There is no 'not existing reason' or 'not existing reason' is in (FC-101,FC-102,FC-103,FC-104,FC-105) | |
| R4 | ||||||||
| (Short Time Built-in for Reasonable) | Partially_shipping | = Null | There is an order (any status)//Order created in DTC platform | = Null | system date >tts_sla - 1 Day | |||
| And tts_sla !=0 | --- | |||||||
| R6 | Partially_shipping | = Null | There is an order (any status)//Order created in DTC platform | != Null | --- | --- | ||
| R7 | ||||||||
| (Short Time Built-in for Reasonable) | Awaiting collection | != Null | There is an order (any status)//Order created in DTC platform | != Null | system date > TTS Order TTS_SLA | --- |
To drop rules, but need to add Incident status, Expired , data drop database to support the export of A-LOC data//the rules below are new rules and it needs to update the process of incident with new status'Expired ', the new status should be stored into DB to support exporting A-LOC data.
Incident Feedback and Close Process
Quality Engine Incident Reason Code:
https://partner.tiktokshop.com/docv2/page/660bf931cf5cc502e03007ca